Answers to most Marlin GTX questions can be answered by reading the Help Guides.
Other software and some hardware issues (depending on coverage), can be raised with the Megabus Support Team by submitting a Support Ticket.
Help Menu Link
Support Tickets can be logged using the Marlin Client Portal, which can be accessed by selecting Help > Log a Support Call from the GTX menu bar or clicking here.
Tickets submitted through this Help link are treated as a priority, since all the information is submitted directly to our system. This makes the issue and the relevant store easier to identify, while also giving you full visibility of your ticket status.
For these reasons, support tickets submitted through the Help link are often responded to more quickly than those received by email or voicemail. We therefore recommend that you submit all help requests using the Marlin menu option, in order to receive the most effective priority support.
If you are prompted for a username/password and don't know what they are, please email support@megabus.com.au with the subject line "Cannot Log into Client Portal".
Client Portal
The Log a Support Ticket link opens the Marlin Client Portal which can be used to submit and monitor support tickets.
By default, the Marlin Client Portal shows the following widgets:
- Welcome: Shows the current user, links to refresh the portal and to access separate client portal help documentation.
- Search: Can be used to find tickets by title, description, or ticket number.
- Tickets: Shows information about open and closed tickets, as well as options to log new support tickets.
- Open Tickets: Shows information about support tickets still being addressed by the Megabus Support Team.
- Tickets Created and Completed by Month: Shows a graph of the support tickets created and completed in the last month.
- Open Tickets by Request Type: Shows a doughnut graph of open tickets, organised by type.
For further help using the Marlin Client Portal, click on the question mark icon ? in the top-right of the Welcome box to access the Datto Client Portal Help Documentation.
New Support Tickets
Help > Log a Support Ticket > Client Portal
Support tickets are electronic records of service requests submitted to the Megabus Support Team:
- Open tickets are currently being addressed by the Megabus Support Team.
- Closed tickets have already been resolved by the Megabus Support Team, but can still be viewed or reopened if necessary.
Logging New Support Tickets
Help > Log a Support Ticket > Client Portal
Click on New Ticket, in the Tickets box at the top-left.
The New Ticket pop-up window will open.
If you are submitting a ticket from a Head Office you first need to select the relevant store by clicking on the Account Picker at the top.
Then use the search fields at the top of the Select Account window that will open to select the appropriate store.
Click on the store to add it to the ticket.
Use the Request Type drop-down menu to select the type of support ticket:
- General Request: For any issue not covered by the below support ticket types.
- Hardware Issue: For issues relating to supported hardware malfunctions (e.g. printer malfunction, slow computer).
- The amount of hardware support the Megabus Support Team can offer varies depending on your HardCare agreement.
- Request for Information: For information about your system or how to use it.
- Sales / Quote Request: For sales and new product related requests.
- Site Down / Cannot Trade: For urgent situations (including software issues) preventing you from trading.
- Selecting this option sets the support ticket status as critical priority
- Software Issue: For bugs, errors and other software related issues.
Once selected, click Continue.
The Service Request form for the selected ticket type will open in a pop-up window.
Fill out the details for the service request as they relate to your issue.
Text boxes marked with a red asterisk are mandatory and must be completed before the support ticket can be submitted.
Mention any significant loss of functionality in the Title of the ticket to ensure appropriate prioritisation (e.g. "Can't invoice", "Can't print", or "Marlin down").
To submit the support ticket to the Megabus Support Team, click Save Ticket at the bottom-right of the pop-up.
A member of the Megabus Support Team will contact you as soon as possible.
Adding Attachments to Support Tickets
Help > Log a Support Ticket > Client Portal > New Ticket
To include an attachment with a support ticket, click Save & Attach File next to the Save button when submitting a support ticket.
Support tickets are submitted as soon as Save & Attach File is clicked, before any attachments are added.
If you Cancel at this stage, the ticket will still be open.
Attachments can also be added to existing tickets by opening them and clicking on the Attachments button at the bottom-right of the Ticket Details window.
The New Ticket Attachments pop-up window will open.
To add an attachment:
- Enter a Title for the attachment
- Click Choose File to select from your hard drive
- Click Attach File
Repeat to add multiple attachments, if required.
The Files to Add section below shows the attachments that have been selected:
- To remove an individual attachment, click the red cross to its left
Once all attachments have been selected:
- Click Save & Close at the top-left to attach the files and return to the ticket window.
Attached files are shown in the bottom-right of the Ticket Details window.
Open Tickets
Help > Log a Support Ticket > Client Portal
Open tickets are shown in the Open Tickets list to the right of the Tickets box.
The buttons at the top-right of the Open Tickets list filter the types of tickets shown:
- All: Shows all open tickets.
- My: Shows only open tickets created by the current user.
- Waiting My Approval: Shows all tickets with a change request awaiting approval.
Tickets listed as Next to Go in the Open Tickets list are currently at the top of the Megabus Support Team queue. However, more urgent issues may still be addressed first.
Clicking on a ticket in the Open Tickets list will open the Ticket Details window for that ticket.
Clicking View All at the bottom of the Open Tickets list will open the All Open Tickets window, which can be used to locate specific support requests.
Open Ticket Types
Help > Log a Support Ticket > Client Portal
The number and types of open support tickets are shown in the Tickets box of the Marlin Client Portal.
Clicking on a ticket or category will open the list of tickets for that category:
- Open Tickets: Are currently being addressed by the Megabus Support Team.
- New Tickets: Have been received but are yet to be addressed by the Megabus Support Team.
- Waiting My Approval: Shows tickets containing a change request that requires the user's approval.
- Where I Am Contact: Shows tickets (new, open, and closed) where the current user is listed as any type of contact.
- Created By Me: Shows tickets (new, open, and closed) created by the current user.
- Waiting My Feedback: Shows tickets where the Megabus Support Team has requested additional feedback and the user is listed as a contact.
Adding Notes to Tickets
Notes can be added to open tickets by opening them from the Open Tickets list.
Enter any additional information or notes in the Add a Quick Note section and click Submit.
Re-Opening Tickets
Rather than creating new tickets, closed tickets can be re-opened by adding notes to them.
First, locate the old ticket by clicking on the relevant ticket category (e.g. Closed Tickets, relevant month) and searching for it in the list that opens.
Click on the Ticket Number to open the Support Request pop-up.
Add the details about why the ticket needs to be re-opened in the Add a Quick Note section at the top-right and click Submit.
The ticket will be re-opened and a Support team member will contact you to resolve the issue.